CBT Nuggets ITIL Intermediate Lifecycle CSI

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CBT Nuggets ITIL Intermediate Lifecycle CSI

Continual Service Improvement

This ITIL® Intermediate-level training with trainer Chris Ward helps prepare you to take the ITIL-CSI exam while learning the principles of ITSM in regards to continual service improvement.

Continual Service Improvement is widely regarded as the toughest of the ITIL® Intermediate Lifecycle module exams. However, it is one of the most important Lifecycle stages as it focuses on improving the IT services that your organization provides. This course will help you understand the purpose and business value of CSI, learn the methods and techniques, integrate with other ITIL® Lifecycle stages, and prepare you to take the Intermediate-level exam associated with CSI. Make sure you take plenty of notes as we begin a journey to "continually improve!"

Recommended Experience
Experience with the Information Technology Infrastructure Library (ITIL®) framework, and the ITIL® Foundations level certificate at minimum.
Some experience in an IT service provider organization such as service desk/help desk, IT consulting, etc.
Recommended Equipment
None
Related Certifications
ITIL® Intermediate Lifecycle – CSI certificate.
Related Job Functions
Systems administrator
Network administrator
CSI manager
IT project manager
Chris Ward has been a CBT Nuggets trainer since 2006 and holds a variety of certifications, including CompTIA A+ and Network+, iNet +, MCSE Windows 2000, MCSE Communications, CCNA Routing and Switching, PMP, MOS, MCSE Server Infrastructure, and ITIL.

CBT Nuggets, through EXIN, is an AXELOS Accredited Training Organisation (ATO) for ITIL®

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1. Introduction (10 min)
As we launch into this Nuggets course, let's do a quick introduction to the course, what will be covered, and what to expect for the ITIL Service Lifecycle – Continuous Service Improvement exam.
2. Terminology Review (14 min)
It might have been a while since you received your ITIL® Foundations certificate, so this Nugget will help get you back in the game. We'll focus on topics such as "What is a service?," "Services vs. Processes," and an overview of the five Stages of the ITIL(r) Lifecycle
3. CSI – Purpose and Objectives (7 min)
It's very important to understand the purpose of Continual Service Improvement in the overall ITIL Lifecycle. As part of that purpose, there are objectives we want to meet so that we know we are successful. This is a very important foundation for us to build upon for the entire Nuggets course.
4. CSI – Scope and Business Value (12 min)
CSI provides guidance and help in four primary areas. We'll cover those, as well as HOW we use CSI in our organization. On top of that, we need to understand that if we are not adding value to our business, the improvements really lack purpose. Purposeful CSI always increases business value, from cost savings to increased customer satisfaction.
5. The CSI Approach (9 min)
There are good methods and bad methods. The way you approach a task or an activity can be just as important as the activity itself! That is why ITIL® has a "CSI Approach" that you need to know. By following this outline, you will help keep your improvements aligned to your business requirements without sacrificing good IT service capabilities.
6. CSI Principles: Service Level Management and Ownership (11 min)
There are foundational principles of CSI that you will need to know as you study the exam scenarios, and this Nugget focuses on both Service Level Management (part of Service Design) and Ownership (Roles and Responsibilities). Knowing how to provide what you promise, as well as taking ownership of CSI in your organization, can be vitally important in CSI's success in your company.
7. CSI Principles: Deming Cycle and Knowledge Management (11 min)
CSI utilizes other frameworks and methods to help establish a global standard that uses the best of all areas of QA and change management. The Deming Cycle is one of those approaches that helps ensure that processes are in place to help maintain and expand baselines. Knowledge Management helps us take raw data and create improvement implementation plans that are based on wise choices, not uninformed guesses.
8. CSI Principles: Service Measurement and Baselines (9 min)
How do you know you need to improve? By measuring against a baseline of course! IT Service Management (ITSM) needs continuous improvement and that means monitoring and measuring your existing services. Baselines help you understand where you are now, so that you can know where you want to be!
9. CSI Principles: ITSM Framework and IT Governance (10 min)
ITIL® isn't the only game in town when it comes to ITSM, and they are happy to admit it! It only makes sense to bring in other frameworks and standards to help you improve your services across the organization. So whether you are using Six Sigma, CMMI, or PRINCE2®, they all help make your offerings even better.
10. Seven Step Improvement Process – Purpose and Objectives (12 min)
One of the biggest tools/processes you will utilize in Continual Service Improvement will be the Seven-Step Improvement process. By identifying the vision and then going through the steps of defining, gathering, processing, analyzing, and presenting the data, you'll have an easier time implementing the improvements.
11. The Seven-Step Improvement Process: Scope and Business Value (9 min)
What is the overall emphasis and effect of the Seven-Step Improvement Process? Find out in this Nugget as we focus on that process. We'll also talk about the business value of this vitally important process in CSI.
12. The Seven-Step Improvement Process: Policies and Principles (8 min)
Before you just start using the Seven-Step Improvement Process, you might want to make sure everyone knows what his/her roles are. You might also want to understand what your competition is doing — to help identify and define your data parameters. That's why there should be policies in place that follow the basic principles of the Seven-Step process.
13. The Seven-Step Improvement Process: Basics (12 min)
Before we dive into each individual step, let's take a look at some foundational truths and bits of info that will help you understand the why and how we use this awesome process.
14. The Seven-Step Improvement Process: Step 1 Identification (11 min)
Before you run out, and begin to define and gather the data on your improvement possibilities, you need a strategy and you need direction. That's why you gather your business needs and vision together with requirements to begin this awesome process.
15. The Seven-Step Improvement Process: Step 2 Define the Data (11 min)
Most IT pros I know love to crack open some wiresniffer programs or monitoring tools… and start gathering data to troubleshoot or perhaps show their bosses why they need more bandwidth, etc. However, in the CSI process, we need to define what we are going to measure before we gather it.
16. The Seven-Step Improvement Process – Step 3 Gather the Data (17 min)
Because you've identified the area of improvement and defined what data you need to gather, it sounds like you should just turn on your monitoring, sit back and relax, and just let it flow into your spreadsheets. That would be a mistake, and with the Seven-Step Improvement Process, you'll see that gathering the data is a huge step that will set up the success of the next three steps!
17. The Seven-Step Improvement Process: Step 4 – Process Data (11 min)
Has anyone ever dumped a huge pile of paper on your desk and said, "Make sense of this for me." We have just started gathering data for our Seven-Step Improvement Process and we need to begin grouping it and converting it into actual information. The big thing to look at here is data accuracy and integrity.
18. The Seven-Step Improvement Process: Step 5 Analyze Data (10 min)
One of the "buzz" words in the ITSM industry is "trend-analysis." We've gathered data, processed it into information, and know it's time to turn it into knowledge. This Nugget talks about what that trend-analysis actually means in the world of the Seven-Step Improvement Process.
19. The Seven-Step Improvement Process: Step 6 Present and Report (17 min)
Just as important as gathering, processing, and analyzing all that great data, is the process of presenting that information in a clear, timely, and digestible manner. Not everyone needs to get the same report, and not all the information needs to be shared. Learn your audiences and what value the information brings to the CSI process, and you'll be the star of the next CSI meeting.
20. The Seven-Step Improvement Process: Step 7 Implementation (14 min)
You've presented, it has been accepted, and now it's time to implement that improvement. It's no good to just collect, process, and analyze data, because that is just wasting you resources if you don't actually DO something with it. This Nugget finishes off our Seven-Step Improvement Process with a few good exam tips!
21. The Seven-Step Improvement Process: Triggers, Challenges, and CSFs (14 min)
In the final look at the Seven-Step Improvement Process, we look at some triggers, inputs, and outputs associated with the process and CSI. We also check out the challenges and risks associated with using the Seven-Step Improvement Process, and understand that they could link into the overall CSI process as well!
22. CSI Methods and Techniques – Assessments (20 min)
Starting with this Nugget, we are taking a look at the commonly used methods and techniques that provide the quantitative or qualitative measurements that we use to help with improvement. To ensure these work, you will want to document them in advance and communicate them to the staff who will be responsible for executing them.
23. CSI Methods and Techniques – Gap Analysis (7 min)
It's usually pretty simple to understand where you are and where you want to be. It's figuring out how to get from one to the other that can be difficult. That's why Gap Analysis can be a great tool for the CSI manager. This will typically take place after assessments or benchmarking — and can make a big difference in planning improvements.
24. CSI Methods and Techniques – Benchmarking Introduction (11 min)
Benchmarking is all about evaluating various aspects of your processes in relation to best practices in your business sector. With CSI, you can use this to develop plans on how you can have those same best practice processes. Doing this will improve your processes and ultimately your services!
25. CSI Methods and Techniques – Benchmarking Continued (14 min)
Benchmarking will establish the extent of a company's existing maturity with best practices as compared to industry norms. Because we use this method, it will help us decide what our KPIs are going to be and allow us to measure against them. That helps set those future targets that CSI will be looking for. So who does this? What categories are there? Check out this Nugget to find out!
26. CSI Methods and Techniques – Service Measurement (15 min)
Because IT services have become such a vital part of business, it's hugely important to make sure we have high availability, flexible capacity, increased reliability, and rock solid stability. CSI takes the business and IT worlds and brings them together. You can't think of them as separate; IT must now be able to measure and report against an end-to-end service and Service Measurement is a big part of that!
27. CSI Methods and Techniques – Metrics and KPIs (19 min)
For many people, understanding what happens at the Metric level versus the KPI and CSF level can be a bit confusing. That's why it's important to learn how using metrics can give you the ability to justify or validate your improvements in CSI. As we've already learned, "What gets measured, gets managed…" KPIs also are known as performance metrics, business indicators, and performance ratios. That's why it's important to get ITIL's definition down!
28. CSI Methods and Techniques – Balanced Scorecard (12 min)
Quite a few organizations want their reporting and metrics to mean something to the overall strategy of the business, and not just for process improvement. A great tool that helps take a measurement system and upgrades it to a management system is the "Balanced Scorecard" developed by Kaplan and Norton. It's an aid to performance management and a great way to track metrics while performing trend-analysis.
29. CSI Methods and Techniques – SWOT Analysis (8 min)
SWOT is one of the quickest and most efficient methods of measurements to target a specific area rather than looking at the entire enterprise. It's very useful for showcasing "quick wins," and when you use the SMART principle, it will help be an input to the creative generation of possible strategies in improving your processes and/or services. This is a big exam-specific Nugget.
30. CSI – Methods and Techniques – ROI and Business Cases (13 min)
As much as we'd like everyone to just allow us to do CSI, sometimes you need to justify the improvements! Or perhaps you have several opportunities to improve processes and you need to know which one to start with first? ROI and creating a business case will help you justify the needs and/or validate previous improvements!
31. CSI Methods and Techniques – Service Reporting (13 min)
We've measured, we've watched, we've gathered, we've processed, and now it's time to cover step six in the Seven-Step Improvement Process. But as one of the big methods and techniques we are learning, Service Reporting is something that people tend to gloss over. They get excited about having all this data and then wonder why nobody seems to do anything about it. Having a great reporting framework will help you with CSI more than many other techniques and methods!
32. CSI Methods and Techniques – Availability Management (8 min)
Improvements across the Lifecycle of ITIL® and ITSM can be used to help us with CSI. One of the methods and processes that can really help is Availability Management. We need the services available! Tools such as the Fault Tree Analysis and the Expanded Incident Lifecycle will give you great input to help improve the availability of your services, as we'll see in this Nugget.
33. CSI Methods and Techniques – Capacity Management, BCM and ITSCM (10 min)
Knowing what future business requirements are coming up, and what your capacity levels are at, can be vital in the Continual Service Improvement process. You need to know what staff you need, what equipment you need, and what external resources might be needed (vendors, UCs, etc.). There is also the area of risk management in play, and Business Continuity Management (BCM) looks at your reputation, while IT Services Continuity Management (ITSCM) deals with your current delivery and how to avoid risk that could stop those services.
34. CSI Methods and Techniques – Problem, Knowledge, and Risk Management (15 min)
More management areas that can help us with CSI include the Good, the Bad, and the Ugly. Knowledge is good! Risk can be both good and bad, and then problems are just downright ugly when it comes to excellent IT service management. Using portions of these can help us in identifying areas of improvement!
35. Organizing for CSI – Primary Roles (14 min)
Roles are defined as a set of responsibilities, activities, and authority assigned to a person or team. That means that one person can have multiple roles, but each role must have at least one person/team assigned for CSI to be successful. From service and process owners down to process practitioners, it's vital to have these roles assigned to the right people. Knowing these roles will help you in the exam environment and your organization!
36. Organizing for CSI – Support Roles in the Seven-Step Improvement Process (11 min)
All of the generic service and process roles have a part to play within the world of Continual Service Improvement (CSI), but there also are roles that are used throughout the ITIL® Lifecycle that will be a part of CSI: IT managers, business relations Managers, service desk technicians, and more! While you won't have to memorize every potential role, it's good to understand where things fit during our Seven-Step Improvement Process.
37. Technology Considerations – ITSM Suites, Incident, Problem, Change, and Release/Deployment Management … (14 min)
If you're going to be doing CSI in today's world, you will need software tools to help support your efforts. You need help with monitoring and reports, data gathering, process efficiencies, and more. Because there are many IT service management suites out there, the exam is focused more on understanding WHY you use these tools and which tool set will help solve particular CSI initiatives.
38. Technology Considerations – Event, Automated Incident/Problem Resolution, and Business Intelligence Tools (13 min)
More tools that will help us in our CSI journey include automated response software for incidents and problem resolutions. When those records are recorded and then analyzed with systems analysis tools, business intelligence tools, and service level management tools, we begin to see the trends and information that can justify our CSI improvements.
39. Implementing CSI – Getting started (12 min)
Before implementing CSI, it's important to have a few things lined up such as "Who's the CSI guy?" and "Do we have the appropriate monitoring in place?" If you don't have the right processes in place, or if they are aren't complete, you will likely encounter problems later during the CSI implementation. Check out a few basics that need to be in place first with this Nugget!
40. ITSM Governance (9 min)
When implementing CSI, it's going to affect quite a few of your IT organizational areas. Processes, people, technology, and even management will be affected by changes. Previous changes that were made might not have been followed, and there is an overall sense of "Do whatever works for you" in your organization. That's why there needs to be an IT governance organization within your company to help make sure all that design, strategy, and operational processes are being followed!
41. CSI and Organizational Change – Overview (10 min)
The very nature of Continual Service Improvement requires changes to be made at some point. However, frameworks can often fail to take into account the potential resistance to those changes. As a CSI manager, you want to learn how to overcome resistance, gain commitment, empower leaders, and communicate change in a way that eases transitions. We learn the primary methodology that ITIL® recommends in this change-a-rific Nugget.
42. Kotter's 8 Steps – Step 1 and 2 – Urgency and Guiding Coalition (8 min)
Experience tells us that resistance to change can cause CSI efforts to fail or be minimized. Dr. John Kotter of Harvard Business School created his "8 Steps to transform your Organization" back in the 1990s — and ITIL® is a big fan of this plan to help with OCM (Organization Change Management). We start off with the first two steps in this Nugget: Creating Urgency and Form a Guiding Coalition.
43. Kotter's 8 Steps – Step 3 and 4 – Create a vision and Communicate a vision (10 min)
Once we have that sense of urgency and created the guiding coalition, it's now time to come up with a vision that describes the aim and purpose of CSI. With a vision, it turns into a big mess of incompatible projects that throw a wrench into the organization instead of using the wrench to fine tune the organization.
44. Kotter's 8 Steps – Step 5 and 6 – Empower your people and Gain Quick Wins (6 min)
Once you've established the urgency, created a guiding coalition, and created and communicated a vision, you must continue to build on that energy and momentum. The first thing will be to remove the barriers and enable your team to act upon that vision. Then it's time to get some quick wins to help build even MORE momentum. It's all about the momentum when getting people excited and committed to CSI.
45. Kotter's 8 Steps – Step 7 and 8 – Consolidate improvements and Institutionalize the change (9 min)
Once you've created those short-term quick wins, you need to begin consolidating them together into medium and longterm wins. This will help produce even more positive change for CSI. After that, it's time to "lock it in" and institutionalize CSI as the way to go for your ITSM organization.
46. CSI, Culture and Communication (14 min)
When you are implementing CSI into your organization, we've learned how it can be tough to overcome an existing culture and way of doing things in a company. But is it only about culture? What about how CSI is communicated to everyone in the company? This Nugget takes a look at two things that can either help contribute to CSI or take away from it.
47. Implementation Challenges, CSFs, and Risks (11 min)
Identifying what risks and challenges there are when implementing Continual Service Improvement into your organization will help you in the long run. Knowing what you face makes it easier to respond! Also, knowing what qualifies as "successful" CSI implementation will set a road map in front of you as you journey toward your goals. Know your CSFs and the journey will start on the right foot.
48. ITIL – CSI Exam Cram #1 (13 min)
This course has been about teaching you the part of the ITIL® framework that is always in motion. That's why it's important to keep your mind constantly in motion as you prepare for the CSI exam. This Nugget outlines what the exam format is all about and gives you tips on studying; breaking down the areas you aren't confident in and giving you tools to prepare for the exam.
49. ITIL – CSI Exam Cram #2 (14 min)
There are many techniques that people use to help them decipher scenario-based questions, and the one that Chris shares with you is simple and effective! We take a look at the sample (mock) exam that AXELOS™ provides us and learn how we can break down the answers into the 5, 3, 1 and 0 point results.

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